Session Detail Record (SDR) Fields Reference

From Genesys Documentation
Jump to: navigation, search

Dialed Number Identification Service

Also known as DNIS. A feature of 800 or 900 lines that identifies the telephone number that the caller dialed to reach the attached computer-telephony system.

 

Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Automatic Number Identification

Also known as ANI. A feature that passes a caller’s telephone number over the network to the receiving location, so that the caller can be identified. Sometimes referred to as a “Caller ID.” ANI is a North American term, and Calling Line Identification (CLI) is an alternative term that is used elsewhere.

 

Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

This topic is part of the manual Designer User's Guide for version Current of Designer.

This page lists some of the most commonly used Session Detail Record (SDR) fields.

This page lists some of the most commonly used Session Detail Record (SDR) fields. It is not intended as a comprehensive list of all SDR fields used by Designer.

Each entry notes whether the value is set by Designer (i.e. system-generated) or provided by the application Developer.

The Category associates each field with the source of its value. For example, it indicates if the value was pulled from Session Information (captured during application runtime) or from certain types of blocks that were encountered, such as Routing or Business Controls.

You can click the arrows in the column headers to sort the items alphabetically.
Tip
To quickly check if a field is listed on this page, you can use the search function in your browser. For example, in Chrome, press CTRL + F to open the search tool.

List of Session Detail Record fields

Field Description Category Set by
ANI The Automatic Number Identification is the customer's phone number (or Caller ID). Call Information Designer
DNIS The Dialed Number Identification Service is the phone number that the customer dialed. Call Information Designer
applicationName The name of the application, as provided by the application Developer when creating a new application. Application Settings Developer
applicationID The unique internal ID that Designer assigned to the application.
Tip
You can quickly view an application ID by mousing over the application link on the Applications page and checking the target URL that appears in the browser window. Des sdr ref applicationID.png.
Application Settings Designer
ApplicationType The application type, as selected by the application developer when the application was created (see creating a new application). The values are as follows:
  • application = Default
  • eservices = Digital
  • callback = Callback
Application Settings Developer
applicationVersion Optional custom version of the application to use for reporting purposes, as specified by the application developer on the General tab in the application settings. Application Settings Developer
ApplicationReportingTitle Optional custom title of the application for reporting purposes, as specified by the application developer on the General tab in the application settings. Application Settings Developer
SessionID The unique internal ID that Designer assigned to the session. Session Information Designer
InteractionID The unique internal ID that Designer assigned to the interaction. Session Information Designer
InteractionCategory The channel type that was used for the interaction. For example: voice, chat, or email. Session Information Designer
ConnectionID The connection ID that Designer assigned to the interaction. For example: 016202fe11099003 Session Information Designer
finalDisposition Disposition code indicating the status of the interaction at the time it exited the application flow. For example, this value can indicate if the interaction was routed to an agent or the customer disconnected from the call. Disposition codes can be enabled in the Finalize phase. For more information, see disposition codes. Session Information Designer
LanguageName The language that was set for the application at the time when the interaction ended.
Tip
Note that Change Language Block blocks can be used to change the language at select points in an application flow. This value always reflects the last language that was set for the application when the interaction ended.
Session Information Developer
@endtime Timestamp to indicate when the interaction ended. Example: 2017-03-08T01:56:26.085Z Session Information Designer
@timestamp Timestamp to indicate when the interaction started. Example: 2017-03-08T01:56:12.037Z Session Information Designer
duration Duration of the total session, in milliseconds (ms).
Tip
To calculate the duration of blocks execution and exclude session wrap-up time, subtract the value of the operationalOverheadDurationz field from this value.
Session Information Designer

operationalOverheadDuration

Total amount of time, in milliseconds (ms), that the application was in an idle state. Typically, this state occurs just before the session enters the Finalize phase. Session Information Designer
ssduration Amount of time (in milliseconds) that the customer spent in the Self Service phase of the application. Session Information Designer
ssstart Timestamp to indicate when the Self Service phase of the application started. Session Information Designer
ssend Timestamp to indicate when the Self Service phase of the interaction ended. Session Information Designer
asduration Length of time (in milliseconds) that the customer spent in the Assisted Service phase. Session Information Designer
asstart Timestamp to indicate when the interaction entered the Assisted Service phase. Example: 2017-03-08T01:56:20.933Z Session Information Designer
asend Timestamp to indicate when the Assisted Service of the interaction ended. Session Information Designer
variables List of all user and system variables that contain values. Session Information Designer
survey List of survey-related variables. For more information, see the survey_* variables listed in system variables and the Setup Survey Block page. Session Information Designer
calldata List of all call data Key-Value Pairs (KVPs) encountered by the application. For more information, see the Call Data block page. Session Information Designer
callAbandonedBlock If the customer leaves the session (for example, hangs up), this field contains the ID of the block that was being processed when they left. Session Information Designer
callEndState Indicates if the call ended in the Assisted Service or Self Service phase. Session Information Designer
callEndParty Indicates the party that ended the call, i.e. Application, Caller, or System. Session Information Designer
callEndReason Indicates the reason that the call ended. For example, it might have been routed to an agent, abandoned, triggered a Business Controls condition, such as an emergency flag, business hours, or special day exception, or the caller selected a menu option that ended the call. Session Information Designer
callEndType Indicates the conditions under which the call was ended, i.e. Normal or Error. Session Information Designer
dtmfpath The menu path (via the pressing of DTMF keys) that the customer took through the application. Session Information Designer
menucount The number of Menu blocks the customer encountered during the session. Session Information Designer
inputcount Total number of User Input blocks the customer encountered during the session. Session Information Designer
blockpath An ordered list of the names of all blocks that were encountered throughout the course of the interaction. Session Information Designer
blockidpath An ordered list of IDs for all blocks that were encountered throughout the interaction. For more information about block IDs, see Using the blocks. Session Information Designer
blocks* List of detailed information about the individual blocks that were encountered, such as:
  • name of the block
  • unique ID of the block
  • type of block
  • duration of time that was spent inside the block
  • timestamps of when the application entered and exited the block
Session Information Designer
inputs* List of detailed information about the various User Input blocks that were encountered, such as:
  • name of the block
  • unique ID of the block
  • timestamps of when the application entered and exited the block
Session Information Designer
externalrequests* List containing detailed information about External Services Blocks that were encountered. Session Information Designer

milestones

List containing the system milestones that were encountered. Milestones indicate special points or transitions in the application, such as phases starting, phases ending, or an application terminating. Session Information Designer and Developer
usermilestonecount Number of user-defined milestones that were hit. These are milestones that were defined in Milestone blocks or set in other blocks, such as Menu. Session Information Designer
userMilestones* Milestones that were defined in Milestone blocks or set in other blocks, such as Menu. Session Information Designer and Developer
userMilestonesPath Names of all milestones that were encountered by the application during the session. Session Information Designer
FinalUserMilestone The last user-defined milestone that was encountered during the application session (if the value of usermilestonecount is greater than 0). Session Information Designer
LastMilestone The most recent milestone that was encountered during the session. Session Information Designer
activities* List of activities that were encountered during the session. Activities are defined in an Activity or automatically captured when an interaction enters or exits a Shared Module. Session Information Developer
activitycount Total number of activities that were encountered during the session. Activities are defined in an Activity block or automatically captured when an interaction enters or exits a Shared Module. Session Information Designer
utcstart Starting time of the interaction in Universal Coordinated Time (UTC). Example: 1454643744261 Session Information Designer
SessionType The type of session. Example: inbound Session Information Designer
CountryName Name of the country. Session Information Designer
Region Name of the region. Session Information Designer
childIxns* This field only applies to Digital type applications and contains a list of details about new child interactions that were created by the session. The details include information about the block that initiated the child interactions (i.e. blockid, blockname, and blocktype). It can also indicate if the child interaction was created by a busy treatment (isTreatment: Y). Session Information Designer
attributeslist Object with each Key/Value pair (KVP) appearing as a property that is set to the KVP value. Generic Attributes Designer
businesshourserrcount Number of times a Business Hours was accessed during the interaction. Business Controls Designer
businesshoursextcount Total number of external Business Hours checks that occurred within a session, if you are controlling Business Hours from a web service (for example, via an HTTP Rest block.) Business Controls Designer
businesshoursreqcount Total number of requests for Business Hours checks that occurred within a session. Business Controls Designer
emergencieserrcount Total number of Emergency Flags checks within a session. Business Controls Designer
emergenciesextcount Total number of external Emergency Flags checks within a session, if you are controlling emergency modes from a web service (for example, via an HTTP Rest block.) Business Controls Designer
specialdayserrcount Total number of Special Days checked within a session. All checks in a single Special Day block count as one check. Business Controls Designer
specialdaysextcount Total number of Special Days checked externally within a session, if you are controlling these from a web service (for example, via an HTTP Rest block). All checks in a single Special Day block count as one check. Business Controls Designer
specialdaysreqcount Total number of exceptions that were encountered when the application was performing Special Day checks. All errors encountered in a single Special Day block count as one check. Business Controls Designer
routingBlockCount Number of Routing blocks that were encountered within a session. Routing Designer
routingBlockTimeoutCount Number of times that routing blocks timed out.
Tip
A high number here can indicate that customers are waiting too long in the queue for some reason. For example, skill levels might be set too high or there are not enough agents available.
Routing Designer
routingCallHandlingType Indicates the type of routing used for the call. For example: default or consult Routing Designer
routingLCAAttempted Indicates if Last Called Agent routing was attempted. This option can be enabled on the Agent Routing tab of the Route Agent block. Routing Designer
routingSkillRelaxationCount Number of Routing blocks that used skill relaxation as a routing option. The required skill level is gradually reduced until a specified minimum skill level is reached, which allows you to expand the group of agents that can receive this call if other agents are busy. Routing Designer
Retrieved from "https://all.docs.genesys.com/DES/Current/Designer/SdrRef (2021-05-07 16:45:37)"